communication as a tool of management

8/9/2019 Communication as a Tool of Management

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117/12/20107/12/2010

CommunicationCommunication

ByBy::

S. A. RaquibS. A. Raquib

Mehdi HassanMehdi Hassan&&

Abdul Wahid MirAbdul Wahid Mir


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227/12/20107/12/2010 S.A.RaquibS.A.Raquib

COMMUNICATION AS A TOOLOFCOMMUNICATION AS A TOOLOF

MANAGEMENTMANAGEMENT

ManagersManagers getget thingsthings donedone throughthrough peoplepeople;;theythey planplan forfor actionaction toto accomplishaccomplish resultsresults;;

theythey makemake decisionsdecisions andand solvesolve problemsproblems;; andandtheythey influenceinfluence thethe behaviorbehavior andand attitudesattitudes ofofothersothers..

NoNo mattermatter howhow soundsound aa managersmanagers ideasideas maymaybebe howhow wellwell reasonedreasoned hishis oror herher decisions,decisions,theythey cancan bebe effectiveeffective onlyonly whenwhen theythey arearecommunicatedcommunicated toto othersothers andand achieveachieve aadesireddesired actionaction oror reactionreaction..


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COMMUNICATION AS A TOOLOFCOMMUNICATION AS A TOOLOF

MANAGEMENTMANAGEMENT

This makes communication the most valuableThis makes communication the most valuable

tool management can possess.tool management can possess.

EffectiveEffective communication,communication, isis processprocess ofof

sendingsending messagemessage inin suchsuch aa wayway thatthat

messagemessage receivedreceived isis asas closeclose inin meaningmeaning asas

possiblepossible toto messagemessage intendedintended..


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Department

Manager

Supervisor Supervisor

Formal & Informal CommunicationsNetworks in a Div of a Small Company

Solid Lines = Formal Network

Coral Dashed Lines = Informal Network (at a moment in time, for they change often)


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rationale for doing jobs organizations policies, practices

performance appraisals

sense of mission

Vertical: Downward

Vertical: Upward

reports on work, progress unsolved problems requiring managerial assistance

Suggestions and ideas

Subordinates feelings about jobs, co-workers,

the organization

COMMUNICATION PATTERNS

Horizontal task coordination

information sharing

problem solving

conflict resolution

peer support


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stimulus encodes decodes

decodes encodes

THE COMMUNICATION PROCESS

SENDER RECEIVER

noise

Message/

Medium

Feedback/

Medium


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MANAGEMENT PROCESSMANAGEMENT PROCESS

Communication

ExternalExternalEnvironmentEnvironment

CustomersCustomers

SuppliersSuppliersStockholdersStockholders

GovernmentsGovernments

CommunityCommunity

othersothers

Planning Organizing Leading Controlling

Purpose & Function ofCommunicationPurpose & Function ofCommunication


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TOWARD EFFECTIVE COMMUNICATIONTOWARD EFFECTIVE COMMUNICATION

Org goal

Goals-related

behavior

Communication

network objectives

Communication

policies

Communication

activities

Relationship ofCommunication Factors to Org GoalsRelationship ofCommunication Factors to Org Goals


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7/12/20107/12/2010 S.A.RaquibS.A.Raquib 99

IN INFORMATIONIN INFORMATION

PROCESSING NETWORKPROCESSING NETWORK

Manager as monitor

Gathers external information

(through liaison role) form

contacts, informers, peers,

& experts

Manager as monitor

Gathers internal information

(through leader role)

Form subordinates

Manager as nerve center in information-processing network

Mgr as disseminator

Distributes information

to subordinates

Mgr as spokesperson


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TEN COMMANDMENTS FORTEN COMMANDMENTS FOR

GOOD COMMUNICATIONGOOD COMMUNICATION

Seek to clarify ideas before communicating.Seek to clarify ideas before communicating.

Examine the true purpose of each communication.Examine the true purpose of each communication.

Consider the total physical and human settingConsider the total physical and human settingwhenever communicating.whenever communicating.

Consult with others, where appropriate, in planningConsult with others, where appropriate, in planning

communications.communications.

Be mindful, while communicating, of the overtones asBe mindful, while communicating, of the overtones aswell as the basic content of message.well as the basic content of message.


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TEN COMMANDMENTS FORTEN COMMANDMENTS FOR

GOOD COMMUNICATIONGOOD COMMUNICATION

TakeTake thethe opportunity,opportunity, whenwhen itit arises,arises, toto conveyconvey

somethingsomething ofof helphelp oror valuevalue toto thethe receiverreceiver..

FollowFollow upup thethe communicationcommunication..

CommunicateCommunicate forfor tomorrowtomorrow asas wellwell asas todaytoday..

BeBe suresure thatthat actionsactions supportsupport thethe communicationscommunications..

SeekSeek notnot onlyonly toto bebe understoodunderstood butbut toto understandunderstand --

bebe aa goodgood listenerlistener..


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SOME CONCEPTS ONSOME CONCEPTS ON

COMMUNICATIONCOMMUNICATION

TheThe humanhuman mindmind isis limitedlimited inin thethe informationinformation itit cancan bebeawareaware of,of, becausebecause ofof sensorysensory limitationslimitations oror becausebecauseofof otherother processesprocesses oror statesstates suchsuch asas fatiguefatigue ororoverloadoverload..

WithinWithin thethe rangerange ofof whatwhat itit cancan bebe sensitivesensitive to,to, thethemindmind selectsselects thethe datadata toto whichwhich itit payspays attentionattention..

AttentionAttention isis aa selectionselection andand focusingfocusing devicedevice..

TheThe mindmind isis veryvery sensitivesensitive toto thethe contextcontext andand toto thetherelationshipsrelationships inin whichwhich datadata occuroccur..


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SOME CONCEPTS ONSOME CONCEPTS ON


TheThe mindmind activelyactively organizesorganizes andand interpretsinterprets

informationinformation.. OneOne mightmight saysay thatthat humanshumans needneed toto

makemake sensesense ofof informationinformation andand willwill trytry hardhard toto dodo soso..SinceSince complexcomplex datadata cancan bebe legitimatelylegitimately interpretedinterpreted inin

manymany ways,ways, twotwo people,people, givengiven thethe samesame information,information,

maymay arrivearrive atat differentdifferent conclusionsconclusions..

OnceOnce thethe mindmind managesmanages toto makemake sensesense ofof complexcomplex

information,information, itit tendstends toto persistpersist inin itsits interpretationinterpretation andand

resistsresists reorganizingreorganizing itit..


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BENEFITS OF EFFECTIVEBENEFITS OF EFFECTIVE


Improves quality of services & products.Improves quality of services & products.

Provides competitive advantage.Provides competitive advantage.

Motivates & involves emplyees.Motivates & involves emplyees.

Reduces Cost.Reduces Cost.

Saves Time.Saves Time.

Increases productivityIncreases productivity Streamlines work practices.Streamlines work practices.

Builds Goodwill.Builds Goodwill.


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MO

TIVATIO

N &CO

MMUNIC

ATIO

NMO

TIVATIO

N &CO

MMUNIC

ATIO

NTheThe desiredesire toto bebe recognizedrecognized isis ofof greatgreat importanceimportance toto allall ofof usus.. WeWe

wantwant recognitionrecognition notnot onlyonly forfor whatwhat wewe accomplish,accomplish, butbut alsoalso asas aa

personperson..

OneOne ofof thethe strongeststrongest needsneeds isis thethe feelingfeeling ofof belonging,belonging, ofof beingbeingacceptedaccepted byby othersothers.. WheneverWhenever wewe askask questionsquestions suchsuch asas WhatWhat dodo

youyou think?think? WhatWhat areare youryour ideas?ideas? wewe flatterflatter thethe personperson andand areare

alsoalso saying,saying, inin effect,effect, wewe valuevalue youryour judgment,judgment,

ConsultingConsulting employeesemployees isis particularlyparticularly importantimportant whenwhen changeschanges areare

contemplatedcontemplated.. EmployeesEmployees cancan bebe mademade toto feelfeel itit isis theirtheir changechange;;theythey cancan bebe partpart ofof itit..

KnowingKnowing whatwhat wewe cancan andand cannotcannot dodo givesgives usus emotionalemotional securitysecurity..

CommunicationCommunication isis thereforetherefore mainmain meansmeans ofof motivatingmotivating peoplepeople toto

taketake desireddesired actionaction..


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MO

TIVATIO

N &CO

MMUNIC

ATIO

NMO

TIVATIO

N &CO

MMUNIC

ATIO

N

ConsultingConsulting employeesemployees isis particularlyparticularly importantimportant whenwhen

changeschanges areare contemplatedcontemplated.. EmployeesEmployees cancan bebe mademade

toto feelfeel itit isis theirtheir changechange;; theythey cancan bebe partpart ofof itit..

KnowingKnowing whatwhat wewe cancan andand cannotcannot dodo givesgives usus

emotionalemotional securitysecurity..

CommunicationCommunication isis thereforetherefore mainmain meansmeans ofof

motivatingmotivating peoplepeople toto taketake desireddesired actionaction..


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INFORMALCOMMUNICATIONINFORMALCOMMUNICATION

CHANNELSCHANNELS

GrapevineGrapevine:: SupplementsSupplements formalformal channelschannels..

8080%% ofof infoinfo thatthat travelstravels aroundaround throughthrough

grapevinegrapevine isis businessbusiness relatedrelated && 7575 toto 9595%% isis

accurateaccurate..

InformalInformal channelschannels increaseincrease asas organizationorganization

hashas closedclosed formalformal channelschannels..


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Common Grapevine Chains FoundCommon Grapevine Chains Found

in Organizationsin Organizations

Gossip Chain

(One person tells many)Cluster Chain

(Many people tell few)


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COPING WITH THE GRAPEVINECOPING WITH THE GRAPEVINE

TheThe grapevinegrapevine isis anan informalinformal communicationcommunication networknetworkformedformed toto sendsend messagesmessages quicklyquickly.. ItIt usesuses informalinformalchannelschannels basedbased onon workwork andand socialsocial relationshipsrelationships ratherrather

thanthan formalformal channelschannels ofof thethe organization'sorganization's hierarchyhierarchy..

TheThe grapevinegrapevine isis aa seriesseries ofof aa smallsmall groupsgroups ofof peoplepeoplelinkedlinked toto oneone anotheranother.. OneOne communicationcommunication leaderleader inin thethecentercenter ofof aa groupgroup tellstells informationinformation toto otherother groupgroupmembersmembers.. TheThe communicationcommunication leaderleader isis inin aa positionposition toto inin

thethe knowknow isis discerningdiscerning inin whatwhat messagesmessages toto passpass onon andandwhenwhen toto passpass themthem.. TheThe communicationcommunication leaderleader mustmust bebetrustworthytrustworthy andand havehave highhigh credibility,credibility, basedbased onon pastpastperformanceperformance andand sinceritysincerity..


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COPING WITH THE GRAPEVINECOPING WITH THE GRAPEVINE

TheThe grapegrape vinevine alsoalso servesserves asas asas aa feedbackfeedback system,system,

forfor managementmanagement cancan useuse itit asas aa testingtesting ground,ground,

gettinggetting anan immediateimmediate reactionreaction thatthat cancan bebe usedused inindecisiondecision--makingmaking processprocess..

ManagementManagement cannotcannot ignoreignore oror eliminateeliminate thethe

grapevine,grapevine, forfor itit willwill survivesurvive inin spitespite ofof everythingeverything..

ThereforeTherefore itit isis upup toto managementmanagement toto acceptaccept itsitsexistence,existence, understandunderstand itsits structurestructure andand attitudes,attitudes, andand

directdirect effortsefforts toto useuse itit forfor positivepositive goodgood..


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GRAPEVINE cont..GRAPEVINE cont..

InIn usingusing grapevine,grapevine, managementmanagement mustmust bebe ableable totopinpointpinpoint thethe leadersleaders andand workwork throughthrough them,them, mustmust feedfeed ininfactualfactual information,information, listenlisten toto thethe feedbackfeedback response,response, andandbebe discerningdiscerning inin notnot overloadingoverloading thethe systemsystem andand usingusing itit

inappropriatelyinappropriately..ItIt isis importantimportant thatthat managementmanagement bebe suresure toto followfollow upupgrapevinegrapevine messagesmessages withwith officialofficial writtenwritten messagesmessages andandstatementsstatements thatthat willwill verifyverify thethe accuracyaccuracy ofof datadata obtainedobtainedfromfrom thethe grapevinegrapevine..

MutualMutual trusttrust isis thethe catalystcatalyst andand managersmanagers needneed toto bebe

receptivereceptive eveneven toto whatwhat theythey maymay notnot wantwant toto hearhear..


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COMMUNICATION BARRIERSCOMMUNICATION BARRIERS

Organizational BarriersOrganizational Barriers

Managerial BarriersManagerial Barriers

Linguistic BarriersLinguistic Barriers

Depersonalized CommunicationDepersonalized Communication

Communication or Information OverloadCommunication or Information OverloadPoorly expressed MessagePoorly expressed Message


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Inadequate

knowledge

Differences

in interpretations

Languagedifferences

Inappropriate

Use of expressions

Ambiguity

Polarization

V

E

R

B

A

L

NO

N

V

ER

B

A

L

Conflicting

signals

Differences

inperception

Inappropriate

emotions

Distraction


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PERCEPTION AND ATTRIBUTIONAL DISTORTIONS

Stereotyping

The halo effect

Projection

Perceptual

defense

Self-serving

bias


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FEEDBA

CK IN

COMMUNI

CATI

ON

FEEDBA

CK IN

COMMUNI

CATI

ON

To check effectiveness of communication, personTo check effectiveness of communication, person

must have feedback.must have feedback.

NotNot suresure whetherwhether oror notnot messagemessage --effectivelyeffectively

encoded,encoded, transmitted,transmitted, decoded,decoded, && understoodunderstood untiluntil itit

isis confirmedconfirmed byby feedbackfeedback..

FeedbackFeedback indicates,indicates, whetherwhether individualindividual oror

organizationalorganizational changechange takestakes placeplace asas resultresult ofofcommunicationcommunication..

ThroughThrough feedback,feedback, communicationcommunication becomesbecomes

dynamic,dynamic, twotwo--wayway processprocess ratherrather thanthan justjust eventevent..


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CHARACTERISTICS OF EFFECTIVE &

INEFFECTIVE FEEDBACK

Effective Feedback Ineffective Feedback1. Intended to help the employee. 1. Intended to belittle the employee.

2. Specific. 2. General.

3. Descriptive. 3. Judgmental.

4. Useful. 4. Inappropriate.

5. Timely. 5. Untimely.

6. Willingly heard by employee. 6. Makes the employee defensive.

7. Clear. 7. Not understandable.

8. Valid. 8. Inaccurate.


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ACTIVE LISTENINGACTIVE LISTENING

SensitiveSensitive listeninglistening isis oneone ofof thethe mostmost effectiveeffective agentagent forfor

individualindividual personalitypersonality changechange andand groupgroup developmentdevelopment..

ListeningListening bringsbrings aboutabout changeschanges inin peoplespeoples basicbasic valuesvalues

andand personalpersonal philosophyphilosophy..

TheThe UnusedUnused PotentialPotential

ImmediatelyImmediately afterafter thethe averageaverage personperson hashas listenedlistened toto someonesomeone

talk,talk, hehe remembersremembers onlyonly aboutabout halfhalf ofof whatwhat hehe hashas heardheard -- twotwo

monthsmonths afterafter listeninglistening toto aa talk,talk, thethe averageaverage listenerlistener willwillrememberremember onlyonly aboutabout 2525%% ofof whatwhat waswas saidsaid..

GapGap inin TrainingTraining

TrainingTraining cancan improveimprove listeninglistening capabilitycapability


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Listening SkillsListening Skills

Passive, laid back

Easily distracted

Asks no question

Has preconceptions

Disregards

information

Assimilates

information

Keeps open mind

Asks questions

Pays attention

Active, focused


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COMPARISON OF NONCOMPARISON OF NON--LISTENING &LISTENING &

ACTIVE LISTENINGACTIVE LISTENING

Orientation toward selfOrientation toward self

Little use of mind (thinking)Little use of mind (thinking)

Lack of etiquetteLack of etiquette

Inattention to principles ofInattention to principles ofeffecteffect

No consideration of alternateNo consideration of alternatemessagesmessages

Little empathyLittle empathy

Casual attention to meaningCasual attention to meaningEmphasis on winningEmphasis on winning

Little personal involvementLittle personal involvement

Inattention to nonverbalInattention to nonverbalcommunicationcommunication

Results in conflictResults in conflict

Orientation toward othersOrientation toward others

Significant use of mindSignificant use of mind

Good application of etiquetteGood application of etiquette

Effective use of principles ofEffective use of principles ofeffecteffect

Consideration of alternateConsideration of alternatemessagesmessages

Much empathyMuch empathy

Intense attention to meaningIntense attention to meaningEmphasis on understandingEmphasis on understanding

Much personal involvementMuch personal involvement

Focus on nonverbalFocus on nonverbalcommunicationcommunication

Results in rapportResults in rapport

Non-listening Active Listening


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RULES FOR GOOD RECEPTIONRULES FOR GOOD RECEPTION

TheThe listenerlistener thinksthinks aheadahead ofof thethe talker,talker, tryingtrying

toto anticipateanticipate whatwhat thethe oraloral discoursediscourse isis

leadingleading toto andand whatwhat conclusionsconclusions willwill bebe drawndrawnfromfrom thethe wordswords spokenspoken atat thethe momentmoment..

TheThe listenerlistener weighsweighs thethe evidenceevidence usedused byby thethetalkertalker toto supportsupport thethe pointspoints thatthat hehe makesmakes.. IsIs

thisthis evidenceevidence valid?valid? thethe listenerlistener asksasks himselfhimself..

IsIs itit thethe completecomplete evidence?evidence?


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RULES FOR GOOD RECEPTIONRULES FOR GOOD RECEPTION

PeriodicallyPeriodically thethe listenerlistener reviewsreviews andand mentallymentally

summarizessummarizes thethe pointspoints ofof thethe talktalk completedcompleted

thusthus farfar..

ThroughoutThroughout thethe talk,talk, thethe listenerlistener listenslistens

betweenbetween thethe lineslines inin searchsearch ofof meaningmeaning thatthat

isis notnot necessarilynecessarily putput intointo spokenspoken wordswords..TheThe listenerlistener focusesfocuses attentionattention andand appliesapplies

techniquestechniques..


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INTERPERSONALINTERPERSONAL

COMMUNICATIONCOMMUNICATIONFromFrom AdvantagesAdvantages DisadvantagesDisadvantages

OralOral 1.1. PromotesPromotes feedbackfeedback

&& interchangeinterchange..2.2. It easy to useIt easy to use

1.1. MayMay suffersuffer formform

inaccuraciesinaccuracies..2.2. Leaves no permanentLeaves no permanent

record.record.

3.3. SeldomSeldom timetime for for

thoughtfulthoughtful responseresponse..WrittenWritten 1.1. TendsTends toto bebe moremore

accurateaccurate..

2.2. ProvidesProvides recordrecord ofof

communicationcommunication..

1.1. InhibitsInhibits feedbackfeedback &&

interchangeinterchange..

2.2. IsIs moremore difficultdifficult && timetime

consumingconsuming..


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THANKTHANK

YOUYOU

communication as a tool of management

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